Tayvia Small
Brampton,Ontario
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
11
11
years of professional experience
Work History
Revenue Assurance Data Analyst
Rogers
01.2024 - Current
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Used statistical methods to analyze data and generate useful business reports.
- Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
Subject Matter Expert
Rogers Communications
11.2020 - Current
- De-escalated customer issues to reduce transfers to escalation groups
- Collaborated with leadership team to find solutions to find issues that arise within training modules; assisting in implementation of changes with co-pilots and their pilots
- Provided support for copilots as they trained pilots; troubleshooting system issues, account issues and increasing adoption of best practices.
Solution Support Team
Rogers Communications
11.2020 - 01.2024
- Staying up to date with changes in procedures and policies; Assist with positioning to reduce escalations and increase CSAT.
- Reduced response times for client inquiries by optimizing team workflows and communication channels.
- Managed workload distribution effectively, ensuring timely resolution of tickets while maintaining a balanced workload for all team members.
- Collaborated with cross-functional teams to address systemic issues affecting overall customer experience.
- Spearheaded the adoption of new technologies and tools to optimize support operations, increasing efficiency, and reducing response times.
- Created a culture of accountability within the support team, encouraging ownership over tasks while driving continuous improvement initiatives.
Co-Pilot
Rogers Communications
08.2019 - 11.2021
- Support for pilots (new hires and current agents cross training)
- Educated agents in Rogers Best Practices, Rogers Policy and ensuring the Best-in-class Customer Service
- Participated in group meetings to give ideas that assist in providing the best learning experience for new hires.
Customer Service Consultant
Rogers Communications
08.2018 - 11.2020
- Completed multiple training classes to gain proficiency in various systems (V21, SGI, Maestro); products and services (Wireless, Cable, SHM/IPTV)
- Delivered Best-in-class customer service support following the company’s best practices
- Resolved customers billing issues, and provided them with opportunities to get the most out of their products and services (increasing Revenue and reducing Churn).
Manager
McDonalds
04.2014 - 01.2018
- Counted multiple tills in a timely manner ensuring all deposits were correct and float balanced
- Created detailed break plans for multiple employees (15-25)
- Ensured everyone followed the company’s guidelines, policies, and procedures
- Delivered outstanding customer service
- Updated inventory on a regular basis
- Delegated tasks and implemented goals for employees.
Sales Associate
Footlocker
08.2013 - 02.2017
- Remained knowledgeable and up to date with all in store merchandise & pricing
- Well versed regarding any new merchandise expected to arrive
- Stayed current with store policies and any new procedures
- Maintained top sales quota & customer conversion rate monthly
- Followed store plans/guidelines when advertising new merchandise
- Assisted in store renovations with general managers, marketing directors and co-workers.
Education
Certificate of Technical Studies - Business Analytics
Seneca College of Applied Arts And Technology
North York, ON08.2024
Marketing – Business -
Durham College
04.2018
Skills
- Data Cleaning
- Excel Functions
- Strong interpersonal, verbal, and written communication skills
- Python Programming
- Tableau
- Report Preparation
- Data Storytelling
- Strong Work Ethic
- Efficient worker independently, or in a team
- Data Visualization and Presentations
Languages
English
Native or Bilingual
Timeline
Revenue Assurance Data Analyst
Rogers
01.2024 - Current
Subject Matter Expert
Rogers Communications
11.2020 - Current
Solution Support Team
Rogers Communications
11.2020 - 01.2024
Co-Pilot
Rogers Communications
08.2019 - 11.2021
Customer Service Consultant
Rogers Communications
08.2018 - 11.2020
Manager
McDonalds
04.2014 - 01.2018
Sales Associate
Footlocker
08.2013 - 02.2017
Certificate of Technical Studies - Business Analytics
Seneca College of Applied Arts And Technology
Marketing – Business -
Durham College
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